Aurora: Create community experience surveys
Admins can enable community experience surveys surveys, which prompt members to provide feedback about their experience in the community. Survey responses and scores can be collected via an export (see View community experience survey results). Create a survey Creating a survey requires several configuration steps, including designing the branding, designing its behavior, selecting its questions, and finally, turning it on for visitors. To access survey configuration options: Open the Account menu. Select Settings. Select Content Features. In the left column, select Community Experience Survey. Set up your survey: Design survey branding Design survey behaviors Select your questions Turn on the survey for visitors Design survey branding In the Branding area, select Edit. In the window, update the following as needed: Community name: The community name used in survey questions Brand name: The brand name used in survey questions Survey logo: Use a PNG or SVG logo; horizontal preferred. Text color Header background color: Used in the background of the survey header Select Submit. Design survey behaviors In the Survey Behaviors section, select Edit. Select whether you want to Present To: Signed-in members Anonymous users Both members and anonymous users (Optional) Select the role(s) you want to survey. (Optional) Select the role(s) you don’t want to survey. (Optional) Select the place(s) where you want the survey to be triggered. In the Frequency area, enter the number of Maximum responses to collect per month. This field sets the maximum number of surveys to collect for a given calendar month. After collecting this number of responses, no users will be prompted to take the survey until the first day of the following month. Enter a number of visits in the Present survey after this many visits field. This field sets the number of visits (0-500) to wait before prompting a viewer to take the survey. For example, if set to 3, the viewer isn’t prompted to take the survey until their fourth visit. Default = 0, which is the first visit. Enter a number of minutes in the Present the survey after this many minutes field. This field sets the number of minutes (1-60) to wait before prompting a viewer to take the survey after the defined number of visits have occurred. Default = 2. In the Conditions area, enter a number of days in the If declined/abandoned, repeat after this many days field. This field sets the number of days (1-365) to wait before prompting a viewer to take the survey after they’ve declined to take the survey. Default = 30. Enter a number of days in the If completed, repeat after this many days field. This field sets the number of days (1-365) to wait before prompting a viewer to take the survey again after they have already completed it. Default = 90. Select Save. Select your questions In the Questions and Answers section, select Edit. Use the toggles to turn on or off the questions you want to include or exclude on your survey, respectively. Some questions have follow-up questions based on the selected responses. Note: Because this survey is intended to gather important metrics and feedback, including CSAT (Customer Satisfaction Score), updating question titles and the order of questions is not permitted. Use the checkboxes by responses under your selected questions to designate which responses will be available for those taking the survey. Select Save. Turn on the survey for visitors After you have designed your survey the way you want it, you can enable it for your visitors by turning on the Community Experience Survey toggle at the top of the Community Experience Survey section.Best Practices: Community Experience Surveys in Aurora
Community Experience Surveys provide community managers with a way to identify issues and optimize the community. Does this replace my existing survey tool? No. The Community Experience Survey complements any existing survey tool you may have. However, the Community Experience Survey provides more granular member details, such as node- and rank-specific data, that other tools can’t provide out of the box. Where should I deploy the survey? Where you deploy the survey depends on what questions you want to answer. For example, if there are certain boards you want to focus on, then deploy the survey there. However, you can also deploy surveys in the entire community first to get a sense of the baseline response and response in each place since you can always filter at the board level in the CSV Export for survey responses. When should the survey fire? We recommend not firing the survey immediately when a visitor lands on the page as it is disruptive to the user experience. (Remember, your visitors are there for a specific reason, and you don’t want to get in the way of that goal.) However, at the same time, you don’t want to wait too long to fire the survey as the browser session may expire. We recommend something in between. One approach is to see what your average Member Time on site is from Community Analytics and reduce that value by 20% to get close to the time when a user is nearly complete with their task/session. How long should I run the survey for? How do I know I’ve collected enough data? We recommend running the survey continuously so that you have a larger set of data to analyze. Visitors will receive the survey once within a 90-day period (by default, but this setting is configurable). However, if you plan to turn the survey off at some point, we recommend keeping the survey running for as long as it takes for the mean/average of the results to stabilize and not change much with additional samples. What’s a good response rate? For web-based surveys, 5-15% is a good response rate. For mobile-based surveys, 10-20% is a good response rate. Since the majority of community traffic is still web based, you should hope to see about a 10% response rate.Aurora: View community experience survey results
Admins can enable community experience surveys, which prompt members to provide feedback about their experience in the community (see Create community experience surveys). Survey responses and scores can be collected via an export. These results are in CSV format. To export community experience survey results: Open the Account menu. Select Settings. Select Content Features. In the left column, select Community Experience Survey. In the Questions and Answers section, beside Survey results, select Export. The CSV file contains the following information for each visitor who responded to the survey: The date on which the survey was taken The place in the community where the survey was triggered The username of the member who took the survey The member’s rank The member’s role(s) The answers given to each question
